Morgan Hewitt

Served as an escalation point for outsourced 1st line support and internal team members, managing tickets via Ivanti ISTM and Freshdesk. Played an integral role in the IT migration team during company mergers and successfully led the student intake project. Headed IT operations for three different offices, fostering strong relationships with board members.

Accurately recorded and managed all service and support requests on ManageEngine, ensuring correct categorization and prioritization. Took ownership of end-user requests, utilizing internal and external resources for issue resolution. Actively supported the infrastructure team in daily system monitoring and engaged in the implementation of infrastructure projects.

Delivered an improved user support experience with a focus on first-time fixes, providing triage, 1st, and 2nd line support across various technologies. Managed on-premises Active Directory, including regular maintenance, patching, and user management. Ensured company VPNs were correctly set up and functioning, providing necessary troubleshooting.

Progressed rapidly to Team Lead, driving efficiencies and implementing a comprehensive training program for Service Desk members. Managed support for large portfolio customers, ensuring the highest quality of service across a broad range of technologies. Conducted root cause analysis meetings, developed service improvement plans, and exceeded customer SLAs.

Currently completing the ISC2 CC course, focusing on foundational cybersecurity principles and practices.

Pursued a Diploma of Higher Education in Forensic Science and Criminology, gaining insights into investigative techniques and criminal justice.

Obtained a Certificate in Principles of Team Leading, developing skills in leadership, team management, and effective communication.

Completed the Fresh Desk foundational course, gaining essential knowledge in customer support and help desk operations.

Completed the Fresh Service integrations course, focusing on integrating various services within the Fresh Service platform.

Completed the Fresh Service advanced course, enhancing skills in advanced IT service management functionalities.

Completed the Fresh Desk advanced certification course, demonstrating expertise in advanced Fresh Desk functionalities and best practices.

Achieved the SDI Service Desk Analyst certification, validating proficiency in service desk operations and best practices.

Completed the Cyber Security Essentials course, focusing on essential cybersecurity practices and threat mitigation.

Achieved GCSEs including English, Mathematics, and Sciences, demonstrating foundational academic proficiency.

Completed the Networking Essentials course, acquiring fundamental knowledge in networking concepts and protocols.

Completed the Introduction to Cyber Security course, gaining foundational knowledge in cybersecurity concepts and principles.

Completed AS Levels in Biology, Chemistry, Mathematics, and Sports Science, building a strong foundation in scientific and analytical subjects.